Visiting a passport office during the coronavirus pandemic
Coronavirus (COVID-19) guidance for customers visiting HM Passport Office.
You should only visit a passport office if you have an appointment.
When you must not visit a passport office
Do not book an appointment or visit a passport office if:
- you or someone you live with has coronavirus or coronavirus symptoms
- you have been told by the NHS Test and Trace service that you have been in contact with a person who has coronavirus
- you have recently returned to the UK from abroad and are quarantining
Follow the government guidance and stay at home.
Cancel or reschedule your appointment
If you cannot attend your appointment on the date of your booking, you can cancel or reschedule it by:
- following the instructions in your passport booking confirmation
- calling the passport adviceline
If you cancel your appointment, we may not be able to refund your fee.
Send a friend or family member in your place
If you cannot attend your appointment and would like to send someone on your behalf, they must bring:
- your old passport
- a signed and dated letter from you authorising them to attend your appointment
If your appointment is to apply for the Fast Track service, the friend or family member must also bring your signed and dated application form.
If your appointment is for the Online Premium service, the friend or family member must bring a valid ID. Your old passport will then be cancelled and the person attending on your behalf will collect your new one.
If you have coronavirus or coronavirus symptoms, you must not come into direct contact with the person attending the passport office on your behalf.
Cancel or reschedule your passport identity interview
Contact the interview booking line to cancel or reschedule a passport identity interview.
You will need to provide:
- your full name
- your application reference number
- postcode and telephone number
- details of your interview
Interview booking line
Telephone: 0300 106 1459 or 0300 106 1458
Monday to Friday: 8:30am to 6pm
Saturday: 8am to 6pm
Outside of these times you can email: interviewhub@hmpo.gov.uk
During your visit
If another customer or member of staff tests positive for coronavirus on the day of your appointment, we may contact you using the information you gave us.
You must follow our coronavirus (COVID-19) safety measures when visiting a passport office:
1. You should attend your passport appointment alone where possible.
2. You should arrive no more than 10 minutes before your appointment to prevent queues. We may not have space for you to wait.
3. You must wear a face covering before entering a passport office unless you have a good reason not to. We may ask you to briefly remove your face covering to confirm your identity.
4. You must follow our social distancing measures and maintain a 2-metre distance from other customers and staff:
- follow our one-way system around the premises
- only one person to enter a lift at a time
5. You should use the hand sanitiser provided before you enter and leave the building.